Ma Cristina Urrea

MA. CRISTINA URREA Binangonan, Rizal Philippines • -•- Customer Relations Specialist | Client Relationship Management | Service Excellence Dedicated customer relations professional with a strong history of building and maintaining meaningful client relationships while ensuring superior service delivery. Skilled in providing exceptional support to high-demand customers and consistently surpassing expectations. With over eight years of experience in customer-focused roles, I am passionate about enhancing processes, sharing knowledge, and delivering impactful customer experiences. CORE COMPETENCIES Customer Relationship Management • Time Management and Prioritization• Client Needs Assessment • Data Entry and Management •Accuracy and Attention to Detail • Effective Communication and Active Listening • Adaptability and Resilience in a Dynamic Environment• Confidential Information Handling• Conflict Resolution and Problem Solving PROFESSIONAL EXPERIENCE TDCX Philippines (Airbnb Account) - WFH 06/2022 to 01/2023 Customer Support Ambassador ● ● ● ● Efficiently Resolved Booking Concerns: Addressed customer inquiries related to bookings, arrival dates, and cancellation requests, ensuring smooth and hassle-free experiences. Enhanced Customer Experience Across Channels: Provided exceptional support to both hosts and guests via phone, chat, and email by addressing their needs promptly before, during, and after check-in, fostering satisfaction and loyalty. Personalized Accommodation Recommendations: Assisted guests in finding suitable listings tailored to their preferences and desired amenities, enhancing their overall booking experience. Thorough Investigation and Documentation: Identified and documented listing issues, including bugs, missing amenities, and other product-related concerns; escalated critical matters to the appropriate teams to ensure swift resolution. Werner Co. Access Products Philippines, Inc. – Pasic City, NCR 09/2015 to 06/2021 Customer Service Specialist ● ● ● ● Exceptional Order Entry and Management: Demonstrated accuracy and efficiency in order entry, ensuring timely release of pricing and credit hold orders. Managed order-related follow-ups through email and addressed phone inquiries from distributors and end-users, maintaining seamless communication. Provided Reliable Customer Service: Delivered consistent support to internal and external customers, focusing on satisfaction to build strong relationships and contribute to business success. Streamlined Shipping and Returns Coordination: Collaborated closely with the shipping department to expedite orders and ensure accurate materials returns to appropriate vendors, improving operational efficiency. Multichannel Customer Assistance: Assisted customers daily through phone calls, emails, and faxes, addressing inquiries, resolving issues, and delivering detailed product information to meet and exceed expectations. Teletech Philippines - Rizal, Calabarzon 04/2013 to 09/2015 Customer Service Representative ● ● ● ● ● Handled Customer Inquiries with Efficiency: Addressed a wide range of customer concerns, including service-related questions, billing issues, and complaints, ensuring prompt and accurate resolutions. Delivered Product and Service Information: Responded to customer requests for details on products, services, and package options, offering clear and concise guidance to meet their needs. Provided Comprehensive Customer Support: Delivered primary assistance to both internal and external customers in a fast-paced environment, maintaining professionalism and accuracy under pressure. Guided Customers on Billing and Payments: Offered expert advice and assistance on billing queries, payment options, and account balances, ensuring a seamless customer experience. Facilitated Online Account Management: Assisted customers with online account navigation, username and password resets, and overall account management to improve accessibility and user satisfaction. OTHER EXPERIENCE PROJECT BASED Transcriptionist – Freelance Cold Caller / Lead Generation – Freelance 07/2024 – 08/2024 11/2023 – 02/2024 NON-BPO EXPERIENCE Equipment Technician III - Amkor Technology Philippines, Inc. 10/1995-03/2009 EDUCATION Diploma in Instrumentation and Control Technology – Rizal Technological University (former Rizal Technological Colleges) QuickBooks ProAdvisor - Intuit issued on- Xero Advisor Certification - Xero issued on- Xero Payroll Certification - Xero issued on- TECHNICAL SKILLS Systems Used ● Salesforce ● Zendesk ● Oracle ● Excel ● Word ● PowerPoint ● Google Workspace Software Used ● QuickBooks ● Xero ● Slack ● Zoom ● MS Teams ● Google Drive ● Canva • • • • GoHighLevel Systeme.io Groove Funnels Notion